2019 Session Description

Facilitating with Heart
Navigating the emotions triggered by clarifying a situation

For adults • 90 minutes
Category: Facilitation
Maximum Participants: 20
Thursday 10:45am • Court 4
Time and location subject to change (what isn't?)

To communicate a challenge, to explore our understanding of it is an act of courage in many ways. As coaches and facilitators of creative problem solving journeys, we need to clarify the situation with our client.

We often think of assessing the situation as a cognitive step: exploring data, fact-finding, etc. But it may give rise to many emotions. Being public about a situation, answering unexpected questions, being challenged about their assumptions, can bring the client to the edge of discomfort.

This very interactive workshop is an invitation to become more aware of what is at stake in the clarification phase, to realize the need for empathy and to reflect on strategies in order to become better facilitators when accompanying the client in the sensitive step of clarification.

The Skinny: 3 things you will do in this session

  • Clarify client needs when assessing a situation that requires innovative change
  • Identify emotions triggered in the client when they are assessing the situation
  • Discuss empathy and strategies that could improve our facilitation skills in these sensitive moments
Clara Kluk
Mexico City, México
Clara is a partner of PIENSA, a consulting firm in México City and in Costa Rica, specializing in organizational development and creativity training and facilitation. She works with organizations across Mexico, and Latin America to facilitate creativity and innovation, to help manage change and transition, and enhance teamwork and leadership.

An artist, and expert in social sciences, Clara has more than 20 years of experience. She has worked extensively for many corporations, in several different fields, including pharmaceutical, financial, cosmetics, insurance, telecommunications, education, food, and social services.

Clara holds a Master of Science degree in Creativity and Innovation from the International Center for Studies in Creativity at Buffalo State College.


Clara is a returning presenter. Click to see what they've presented in the past.

Sylvain Rouillard
Montréal, QC
Psychologist, specialized in creativity.

President of Crea-Québec, Quebec’s association for the development of creativity.
He designs and facilitates workshops and delivers conferences on creativity and creative problem solving since more than 25 years. Hundreds of conferences and workshops all over the world.

Teaching of Psychology of creativity and innovation methods at various universities : Certificate in creativity and Innovation at University of Montreal, Université du Québec à Montréal.

Facilitator of creativity workshops in international conferences: ten years at CPSI, (creative problem solving institute at Buffalo), since ten years at Mindcamp (Ontario, Canada), and at CREA Conference (annual European conference in Italy) since its second year.

He also helps individuals and teams from public and private organizations in various fields to achieve innovative results: government agencies, tourism, architecture, food industry, medias, etc.

His consulting and training activities have taken him across Québec and in Canada, United States, Italy, France, Mexico and India.

Sylvain is a returning presenter. Click to see what they've presented in the past.

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